Wild Tokyo Casino - Povlačenja igrača su odložena.

In October I played at Wild Tokyo Casino and won using my own real money without activating or using any bonus. My withdrawals were successfully paid to my Skrill account multiple times until November. There were absolutely no issues with this payment method during that time.

In November I was required to update my information in the Skrill application because there had been an attempted unauthorized access to my Skrill account. After completing the security update with Skrill, my account continued to function normally and remains fully operational.

However, after this update, Wild Tokyo Casino suddenly refused to continue paying my withdrawals to Skrill, even though this had already been used successfully before for the same winnings and despite the fact that I have made numerous deposits using Skrill. Instead, they are now insisting that I must withdraw the money to my Austrian bank account.

I find this completely unreasonable and unacceptable. I do not want casino winnings being transferred to my Austrian bank account due to personal financial and regulatory risks. This should be my decision as the player, especially considering that Skrill has been my primary deposit method and was previously used by the casino to pay out my winnings without any issue.

I have been a loyal customer and have deposited significant amounts of money into this casino using Skrill. When I was depositing funds, there were no restrictions or concerns from the casino regarding this payment method. Now that I am attempting to withdraw my legitimate winnings, they are suddenly refusing to use the same method that they previously approved and processed.

My Skrill account is fully functional and verified, and there is no valid reason to deny withdrawals to it. I even attempted to deposit using cryptocurrency in the hope that withdrawals could be processed via that method instead, but that option was also rejected by the casino.

Forcing me to withdraw exclusively to my Austrian bank account is not reasonable, especially when multiple other payment methods have been used for deposits and withdrawals before. A casino should not be allowed to arbitrarily change withdrawal conditions after a player has already won.

This situation feels extremely unfair. When I was depositing money into the casino, everything worked without any problems. But now that I am trying to withdraw my winnings, the casino is imposing new and unreasonable requirements.

I expect Wild Tokyo Casino to honor the previously used and approved withdrawal method and process my payment to my Skrill account without further delay.

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Dear player12345,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Wild Tokyo Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative methods besides bank transfer to withdraw your winnings? If possible, send me a screenshot of the payment methods available in your account for withdrawals.
• Have you been requested to submit any additional documents for verification recently?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

hi i sent everything to your email yesterday

Thank you for your email. I can see there are many payment methods available for withdrawals in your account. Could you also forward me the communications with the casino customer support insisting that you have to use bank transfer for the withdrawal of your winnings?

Hi, i sent everything. Thank you for helping

Hello player12345,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email.

Additionally, could you please forward your communication with the casino in relation to this issue as well? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Best regards,

Attila

Casino.Guru 

Hi, i sent you an email. Thanks

Dear player12345,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player12345,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wild Tokyo Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wild Tokyo Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Wild Tokyo Casino Team.

Hello everyone,

thank you, Wild Tokyo Casino, for your detailed explanation provided via email.

Dear player12345,

after reviewing all the information and communication from both sides, I must side with the casino in this case.

The casino has explained that the issue with Skrill withdrawals is caused by technical limitations on the provider’s side, which are outside of their control. You were informed about this and offered an alternative solution, which is withdrawal via bank transfer (IBAN).

According to their Terms and Conditions (Section 9.2), the casino has the right to use a different withdrawal method if necessary. In this situation, requesting a bank transfer is a logical and standard solution.

From my perspective, there is no clear reason why the funds could not be successfully paid out to your bank account using this method. It is a common and reliable way to complete withdrawals.

Regarding cryptocurrency, even though you attempted to use it, your winnings were not generated from crypto deposits, so the casino is not obligated to offer this option for withdrawals.

At this point, the solution is straightforward. I recommend submitting a withdrawal request using your IBAN details as instructed by the casino.

Please let me know once you proceed so we can continue monitoring the case.

Thank you.

Hi,

First of all, the casino stated there were technical issues with Skrill withdrawals. I have already resolved everything on my side with Skrill, and it is now fully working. So I don’t see why this method cannot be used anymore.

Second, even if the casino has the right to request an alternative withdrawal method, it should not limit me to only one IBAN. This is not reasonable. I should be able to use another IBAN in my name or choose a different withdrawal method.

Forcing me to withdraw only to my bank account in Austria puts me in a difficult and risky position. It feels like I am being pushed into one option with no flexibility, basically "take it this way or not at all." I do not think this is a fair or balanced solution.

I am willing to cooperate, but I expect a fair alternative that does not expose me to unnecessary risk and gives me more than one option.

Thank you.

Hello everyone,

Thank you for your responses.

I would like to clarify a few important points before we can move this case forward.

The casino has explained that the issue with Skrill withdrawals is due to technical limitations. However, the player has stated that their Skrill account is now fully functional. Therefore, I kindly ask the casino to confirm whether this issue is still ongoing on your side, or if it has already been resolved.

Additionally, regarding the proposed bank transfer, I understand that offering an alternative withdrawal method is a standard and acceptable solution in such situations. However, this solution should remain reasonable and not unnecessarily restrictive.

Wild Tokyo Casino, please clarify:

• whether the player can withdraw to any bank account in their own name, or
• if there are specific restrictions (e.g. a particular IBAN), and if so, what is the reason for such limitation

At this stage, it is important to ensure that the player has a practical and fair way to receive their funds.

Dear player12345,

thank you for your cooperation so far. Please note that using an alternative withdrawal method, such as a bank transfer, is generally a standard solution in cases where the original method is unavailable. However, we will first wait for the casino’s clarification to ensure that the conditions are reasonable.

I will now wait for the casino’s response so we can proceed accordingly.

Dear player12345 and Samuel,

Regarding the withdrawal issue the player, we would like to provide an update following a consultation with our Payment Department.

While the previous cancellations were due to technical limitations on our side regarding outgoing Skrill transfers at that time, we have performed a new check on the current status of the payment gateway. We can confirm that the player may now attempt to request a withdrawal via Skrill one more time.

Our team will monitor the transaction closely. If any technical errors occur during the processing of this specific payout, we will immediately contact the payment provider to investigate the details and resolve the matter.

We appreciate the player's patience and cooperation in resolving this technical matter.

Best regards,

Wild Tokyo Casino Team.

Hello everyone,

thank you, Wild Tokyo Casino, for the update and clarification.

Dear player12345,

please proceed with submitting a new withdrawal request via Skrill as advised by the casino. As they have confirmed that the payment method should now be operational again, this appears to be the most appropriate next step.

Kindly keep us informed once the withdrawal has been submitted or if you encounter any further issues so we can continue monitoring the case.

Dear player12345,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi,

I submitted a new withdrawal request yesterday. I will let you know once i receive it.

Hello player12345,

thank you for the update.

Please continue with the withdrawal process and, to avoid any possible system errors or processing issues, it is better to request only one withdrawal per day (around €500).

For now, I will keep the complaint open. You can simply let me know before the timer expires if everything is progressing as expected or once the funds are received.

Dear player12345,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru